Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
Satisfying
What do you like best about the product?
With the help of this I have been able to satisfy my customer because I get status update and responses anywhere at anytime. and If I am not able to pick up the call I pass it to other colleagues also
What do you dislike about the product?
It is difficult sometimes to use many account as swapping is really a thing in need
What problems is the product solving and how is that benefiting you?
Help in keeping customer happy as I can easily get the customer data as in their address and all.Because of the ticketing system I generally don't miss any notification.As It convert them in to tickets so it is easy to recall if the customer is facing same problem
Recommendations to others considering the product:
It should make more convenient in using multiple account and video call should be a option given
Service
What do you like best about the product?
Dear Freshdesk Team,
Thank you for the fantastic job you guys have been doing for our company lately. Your hard work and dedication has really helped us out when we were having issues.
Thank you Sandhya for solving the issue in a speedy way.
Keep doing great work !!
Regards,
Mufaddal Khopoliwala
Thank you for the fantastic job you guys have been doing for our company lately. Your hard work and dedication has really helped us out when we were having issues.
Thank you Sandhya for solving the issue in a speedy way.
Keep doing great work !!
Regards,
Mufaddal Khopoliwala
What do you dislike about the product?
As if for now nothing. May be i should provide you some feature requests in future.
What problems is the product solving and how is that benefiting you?
Tickets for all small small conversation with the client is been recorded with notes over it. Tickets generated for follow-ups with the priorities marked is the best thing to get done of it.
Freshdesk is a solid product
What do you like best about the product?
UI is intuitive, administrative controls are quite granular. Their product works for 1 team operations or multi-teams with multiple agents and multiple inbound channels. The price point is very compelling. Customer support is incredibly knowledgable about the product, and can offer creative workaround if a product limitation gets in your way.
What do you dislike about the product?
Some of the automation can use a little love. Specifically, the ability to automate off of a 'Ticket Created' event will only execute 1 matching rule/condition, and somewhat limits your options for that event.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our internal ticketing system for facilities and IT requests. We're able to track and analyze ticket metrics, and spread the load around multiple agents.
Helpdesk for a Helpdesk
What do you like best about the product?
I'm a new customer who had some issues setting up my instance. So I had to open a ticket with Freshdesk. Their support agent was great at responding to me via e-mail, which I prefer, and after researching my case thoroughly finally determined the root cause of my problem (on my end) and recommendation to resolve it
What do you dislike about the product?
I think it would be an improvement if there were an option to force agents to enter a "resolution" when they set a ticket to resolved.
What problems is the product solving and how is that benefiting you?
We're a small shop that just needs to track a few tickets. Our users prefer to e-mail a support address so this is going to be great for them.
Recommendations to others considering the product:
Take a few minutes to customize your e-mail notifications. There's some cool options there!
FreshDesk with IT Help Desk
What do you like best about the product?
We use this across various sister companies, ability to see how other tech are fixing issues is helpful, ability to auto-assign techs based on who sent the ticket in is very helpful.
What do you dislike about the product?
My only main complaint is with the phone app - that the unread alert count just growing, wish it was just unread for my own tickets, don't really care about others tickets.
What problems is the product solving and how is that benefiting you?
Ability to bring IT depts together from various locations and reassign tickets to other locations if needed.
Recommendations to others considering the product:
Plan out groups, users, categories, etc before final implementation. Overall it was a very easy change over!
Quick and patient help chat
What do you like best about the product?
I had a problem with the developer API. The representative pointed me to the right api documentation and it's implementation in a short time and waited for me to try it out and get back before closing the chat.
What do you dislike about the product?
Some parts of their documentation are inadequate and could be improved.
What problems is the product solving and how is that benefiting you?
Customer complaints. Very handy and easy to integrate.
customer service
What do you like best about the product?
Quick response and professionalism. Complete system of every functionality, a very nice thing is the possibility of integrating external applications.
What do you dislike about the product?
I have not found anything I do not like yet
What problems is the product solving and how is that benefiting you?
Customer support and speed up responses
Help to start our Freshdesk support portal
What do you like best about the product?
The reactivity and efficiency was really apreciated !
What do you dislike about the product?
Nothing for the moment, maybe improving the knowledge base categories and folders managment to allow more subsections.
What problems is the product solving and how is that benefiting you?
It's was referring to email forwarding from our service address to freshdesk for ticket creation.
Very easy to use and train out
What do you like best about the product?
I like the fact that we can now filter all of the customer's contact with us into one ticket. This makes our job a lot easier.
What do you dislike about the product?
I feel like the merging feature needs some work. Merging tickets can make the thread look complicated and doesn't always merge the tickets in the correct order.
What problems is the product solving and how is that benefiting you?
We are now able to see exactly why customer's are contacting us thanks to the type feature.
Customer Service at Freshdesk
What do you like best about the product?
Good response times, friendly consultants, useful information provided.
What do you dislike about the product?
The program itself can be slightly ambiguous, hence the requirement for assistance. These are obstacles that can be overcome.
What problems is the product solving and how is that benefiting you?
Ticket definition and prioritization.
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